JW
Open to opportunities

Jessica Walker

@jessicawalker1

Motivated professional specializing in fraud liability and customer service.

United Kingdom
Message

What I'm looking for

I seek a supportive team environment that fosters growth and learning.

I am a highly motivated and adaptable professional with over three years of experience in the financial services sector, currently specializing in fraud liability at First Direct Bank. My expertise lies in fast-paced, customer-facing environments where I excel in communication, time management, and quickly learning new systems and processes. My role involves complex problem-solving and regular phone-based customer interaction, consistently delivering excellent service.

Since joining First Direct in 2021, I have progressed through several key roles, starting in the customer service call center and moving into the Cards Department. Now, as part of the Fraud Liability team, I handle complex and high-value fraud cases, assessing claims and supporting customers through distressing financial situations. My commitment to confidentiality and regulatory awareness ensures fair outcomes in disputes, and I thrive in a remote work environment, effectively managing my time and communication with internal teams.

Experience

Work history, roles, and key accomplishments

FB
Current

Fraud Liability Representative

First Direct Bank

Jun 2021 - Present (4 years 1 month)

Managed complex and high-value fraud and scam cases, including authorised push payment fraud and unauthorised transactions. Assessed claims, determined liability, and supported customers through distressing financial situations while working remotely.

Education

Degrees, certifications, and relevant coursework

EA

Exceed Training Academy

NVQ Level 2, Hairdressing

Completed a Level 2 NVQ in Hairdressing, gaining hands-on experience in a busy salon environment. Developed strong customer service and communication skills while mastering core hairdressing techniques.

QS

Queensbury High School

GCSE, General Studies

Achieved GCSE qualifications including English (grade 6), Sociology (grade C), Photography (grade C), Health and Social Care (grade C), Science (grade C), and Psychology (grade C). Also passed functional skills in Maths.

Tech stack

Software and tools used professionally

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Jessica Walker - Fraud Liability Representative - First Direct Bank | Himalayas